The player from Australia had successfully won $3400 and withdrew the amount after meeting the wagering requirements. However, his withdrawal request was rejected, and the money was not returned to his Retrobet account. He sought an explanation for the rejection and the missing funds. The Complaints Team attempted to clarify the situation by asking the player about his betting behavior and communication with customer support. Due to the player's lack of response to inquiries and reminders, the complaint was closed without resolution but could be reopened if the player chose to resume communication.
Retro Bet Casino - Player's withdrawal request has been rejected.
Closed
Our verdict
Player stopped responding
Amount: A$3,400
Retro Bet Casino
Safety Index:HighCase summary
Discussion
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2 months ago
I Am extremely frustrated
I had won $3400 earlier today with $200 and a first bonus and withdrawed the money once successfully earning over the $10000 wagering bonus lock. I had also verified my account and payment shortly after, however it says my withdrawal request has been rejected and that money has not returned to my account either. I have proof of both the withdrawal rejection and my game history to prove I have not seen that money return to my Retrobet account. I would like to know why my withdrawal request was rejected, and why that money has not returned to my account. I had tried contacting support but have not heard anything back yet. Please find attached, evidence of my claim.
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2 months ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify if you submitted your withdrawal request immediately after you finished wagering the bonus?
- Have you made sure to place bets under the maximum allowed limit while your bonus was active? In the screenshots you sent me, I can see some high bets of 1000 AUD and even 3000 AUD.
- When did you contact customer support to ask about the status of your transaction?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Dear Artzy1999,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminders, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
